unhappy pensioner

I write on behalf of my mother who has been failed the bank.

She attempted a deposit at one of your ATMS and her funds were retained by the machine a query was logged on the same day (04/04/2018) with an SLA of 5 working days and to this day no feedback has been received.

She has done countless visits to the Protea Glen branch which keeps telling her there’s nothing they can do as they have logged it, when she asks for a manager she is told there is no manager in that branch.

Now this is a sickly pensioner who has to use her funds to visit the branch, her funds to contact your contact centre all in vain as she was failed by your bank. The deposit that was initially for fees that are now in arrears.

One of your values is “service” –“you put our customers and clients at the center of what we do” please uphold this value as your customers are the center of your business.